Drupal 8 Implementation for Royal Caribbean Help Center

Web Content Management Systems- Royal Caribbean/Celebrity Cruise Lines

 

Project highlights:

  • Drupal 8 site
  • Help content that integrates text, images and video
  • Automatically generated related article links
  • Category tagging and filtering
  • Full Integration with Telescope DAM
  • Full responsiveness (mobile, desktop)

Introduction

Royal Caribbean Cruises Ltd. is a global cruise vacation company that operates Royal Caribbean International, Celebrity Cruises, Pullmantur and Azamara Cruises. The company has a combined total of 35 ships in service and seven under construction. It also offers unique land-tour vacations in Alaska, Asia, Australia, Canada, Europe, Latin America and New Zealand.

Since the company was founded in 1968, Royal Caribbean Cruises Ltd. has become a mainstay in the travel world. Based in Miami, Florida, the company is known for setting the standard in cruise vacations with its innovative onboard amenities.

The Challenge

Royal Caribbean International uses North Plains Telescope, an enterprise digital asset management system, to provide videos, images, and a variety of other assets to tens of thousands of travel partners and other affiliates globally for each of the organization's brands. This 24/7 operation includes the need to deliver assets to and from ships.

Given that it would be nearly impossible to train all of the people expected to use the DAM throughout the world, Royal Caribbean management sought a way to implement an easy-to-use help center that would integrate into the DAM system.

The Solution

Based on the company's need to create a dynamic and responsive help center, DPCI designed a solution based on the Drupal Web content management system. Drupal's flexibility and ease of use allowed DPCI to customize the system to meet the requirements outlined for the new site, http://helpcenter.rccllibrary.com/The new portal allows users to search for topics, type in key phrases to search upon, browse a tutorial library, peruse a frequently asked question (FAQ) section, or contact an individual brand with a specific support question. All content in the help center is tagged with topic categories for the best possible search experience. 

Further, DPCI built a dynamic widget that easily arrays in a Telescope DAM custom panel. Whenever Royal Caribbean updates a topic, that new term is immediately accessible from a pull down menu directly from within Telescope. That along with dynamic brand-specific messages help Royal Caribbean brand managers be more responsive to the help needs of global users of the DAM.

DPCI developed the Royal Caribbean Help Center with Drupal 8, the latest incarnation of the Drupal Web content management system. Drupal 8 uses a modern technology framework, combining full responsiveness and easy feature deployment that will help Royal Caribbean future-proof its technology investment for years to come.

The Results

The new Help Center portal allows Royal Caribbean International a way to assist tens of thousands of remote users that span the globe with how to use the Telescope digital asset management library. This easy-to-use portal will reduce phone and email support desk calls while at the same time improve end user productivity by users that work for/at Royal Caribbean as well as it travel partners and other affiliates. 

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